Bloody doctor's receptionists.

annsixty I don't know exactly what happened about your friends gynae appointment but I could guess at a possible reason for the mix up.

In a computerised appointment system at the surgery appointments are logged and appear on screen. Nurse phones in to say she can't come in as her child has broken his arm. Receptionist then tries to cancel the appointments by leaving messages on answer machines or trying to contact via mobile phone numbers. As the nurse isn't coming in that day her list is removed from the appointment screen. Another receptionist who starts work at a later hour looks on screen and sees no appointments and knows that the nurse is not in, hence the comments to your friend.

I'm not saying it is a proper excuse or that it is correct that this is how the system works on occasion, all I am saying is that it is possible the receptionist was telling the truth as she saw it.

Thank you Crafting that sounds a reasonable explanation but my friend did say the receptionist was not reasonable and they felt that was not acceptable, but always two sides to a story.

I used to be a "difficult receptionist" in a busy GP Surgery and lived in absolute terror of one particular doctor's temper if I as much as suggested that an extra appointment be made in the case of something which sounded urgent or if a prescription was required outside an allotted time. All 4 GPs would state a time they would work from and to in a surgery session and how many patients they would expect to see and no more than they specified or else there was trouble. One GP would see each patient as quickly as he possibly could - I don't know how the patient had time to even sit down, whilst another doctor the patients called "The Stripper" would have each patient stripped down the knickers for anything at all even if it was a simple ankle sprain or similar. He invariably ran 2 hours late each session, which lead to a lot of complaining in the waiting room. This was in spite of set appointment times being given out to patients. I stuck the job for 2 years and vowed never ever to work in a GP practice ever again. Just a thought, many of the perceived petty rules etc are not made up by reception staff - they are usually pretty meanly paid and have to do as they are told!!

I used to be a "difficult receptionist" in a busy GP Surgery and lived in absolute terror of one particular doctor's temper if I as much as suggested that an extra appointment be made in the case of something which sounded urgent or if a prescription was required outside an allotted time. All 4 GPs would state a time they would work from and to in a surgery session and how many patients they would expect to see and no more than they specified or else there was trouble. One GP would see each patient as quickly as he possibly could - I don't know how the patient had time to even sit down, whilst another doctor the patients called "The Stripper" would have each patient stripped down the knickers for anything at all even if it was a simple ankle sprain or similar. He invariably ran 2 hours late each session, which lead to a lot of complaining in the waiting room. This was in spite of set appointment times being given out to patients. I stuck the job for 2 years and vowed never ever to work in a GP practice ever again. Just a thought, many of the perceived petty rules etc are not made up by reception staff - they are usually pretty meanly paid and have to do as they are told!!

Sorry - didn't mean to post twice - operator error.

There was a mistake with my review but the pharmacist and receptionists sorted it out with no trouble, gave me the meds and made an appointment for the review. Easy.

If we are going on holiday I give the pharmacist plenty of notice and he sorts it out. i have no idea what the process is, I don't need to know.

Mistakes happen everywhere but if everyone is pleasant about it there is not a problem.

Having been a Doctors receptionist for eight years until retiring I know how difficult the job can be. The receptionists do their best to try to help people. It is very often not their fault when they cannot get things done. I do know it is a very stressful job

I take my first post back today. I phoned the surgery this morning, 10am, asked to make an appointment. None for two weeks. I explained it was a chest infection and wasn't getting better. She said I could come for 11.30 when they were running an "all will be seen" clinic" but it's a speedeier consultation time. Good, book me in. I got there for about 11.20, totally packed waiting room, but was buzzed through within about 30 mins. Lovely doctor (my normal one), new antibiotics, anti depressants increased for time being, physiotherapy approved, onto the chemist. for 11.30. Absoultely brilliant.

Maybe the first lady on the first post had been having a stressful day. I will think twice in future.

Sorry, my spelling gene has run off and hid tonight.

hope you feel much better soon x

I am slightly dreading trying to make an appointment for DH. tomorrow for Monday. He is scheduled for a colonoscopy/polypectomy next Friday at the Royal Free but has a chest infection which has lingered for weeks. At the RFH today he was given a new anti-b and advised to have his oxygen levels checked on Monday because if they are not better the procedure will have to be cancelled because it would not be safe to continue.
Seems quite reasonable so went online when we got back this evening only to find the earliest BOOKABLE appointment is in MAY.
So I am flinging myself on their mercy tomorrow when the phones open.

How stressful for you. Insist on speaking to a doctor if you have to- and they really should find an emergency appointment in the circumstances, surely. Bonne chance.

Merci!
I will start with "Nice", then move on via "compromised immune system" to stroppy!

GPs fine; receptionists OK except that they are in the hands of the practice manager, who is just not up to the job. She got very uppity when I suggested that it was time for her to move on; I didn't say where.

Well it worked! (" Nice" that is, with just a soupçon of "immunosuppressant/ compromised immune system"!)
Offered next Wednesday morning but also advised that the online system releases a number of slots for the next 2 days so she suggested I look at 8 am on Friday , maybe even Thursday, but keep the Wednesday one as "Back up" .
So glad I didn't try to be more assertive but briefly explained our predicament and asked her how we might resolve it.
Result

Very good Alea, I'm glad that you managed to sort it out without having to bring out the big guns. You would think though, that they would tell you all the details of booking appointments online and what is available. I still have no idea how to register for online stuff from the doctors.

Now you can calm down and at least you have a back up plan, well done.

'Had a nasty dose of what must have been flu over Easer. Just wanted to ask, as don't want to see GP unnecessarily , has anyone else had 'after effects' that have lasted many weeks?

I still feel a bit dizzy when getting up in the morning - head does a sort of 'half spin' - but more worryingly I have no sense of taste or smell. Have looked this up on the net and found lots of depressing information, but thought that perhaps other Gransnetters might be able to reassure me that this is to be expected. Haven't had anything as debilitating as this before so would really appreciate some input from others. Thanks.

I had an ear infection (antibiotic drops seemed to clear it) then a chest infection/cold before Easter (antibiotic tablets) and am still coughing and one ear still keeps 'popping'. Someone I know had the dizziness and her GP gave her tablets for it. Best get it checked.

I am pleased you managed to get an appointment sorted for your DH Alea - sometimes there are human beings on the end of the phone!

As a new doctors receptionist I feel that I need to explain how our practice organise appointments and prescriptions.

Appointments are always available on the day for emergency appointments. On a Monday we only book appointment on that day, Tuesday through to Friday we book any spare appointments that are available and also for two weeks ahead. The doctors ask the receptionist to get a couple of words for the need for the appointment as quiet often another member of the team would be more appropriate. Most patients are happy with this but we do of course have those who will not say and that is fine, we put that in the notes. We also run a rapid access clinic each day for those patients that need to be seen by a member of the team and are unable to wait for an appointment. This clinic is run by a doctor and nurses and can see up to 100 patients (sometimes more) each day.

As receptionist we don't take prescription requests over the telephone as mistakes can be made. It is the patients responsibility to ensure they don't run out of essential medication and we always request 48 hours notice of repeat scripts. We do understand that sometimes patients do make mistakes and we will try to get a script written up quicker than the 48 hours if it is possible.

Please be aware the receptionist do not make the rules up for the practice and are only carrying out their duties with the constraints put in place by the practice. We are only human and can only offer appointments where they are available.

I did choose to work at my local practice after being made redundant and on the whole I love my job, trying to help patients with a smile, but I am aware that it isn't always appreciated.

We do offer a WebGP system at our practice and quiet often this leads to an appointment being offered at the request of the doctor assessing the online request. Just one way that we are trying to help our patients but we are well aware that some of our patients (mainly older patients) would not use this system.

I feel very sorry for the receptionists at my local practice, as the appointment system changes on a regular basis and they are the ones that get all the flak from patients, even though it's not their doing. I have overheard people getting impatient with them, and treating them as underlings, when they are only trying to help. The latest wheeze is - appointments for up to 10am can be made the previous afternoon, from 4pm. For appointments between 10 and 12, you've to ring or call in at 8am, for afternoon appointments, from 11. The only appointments you can book for later in the week are between 7 and 8am on Wednesdays, or 6 and 7pm on Thursdays It won't last!

That's useful info JenRen - but do you mean that only 'emergency' appointments are available on a Monday?

Does that mean the surgery is effectively acting as a mini A&E on a Monday?

Or is my understanding of what a GP calls an 'emergency'a different animal??

Hi railman

The rapid access clinic Monday to Friday is run like a mini A&E. On a Monday there are doctor appointments which are required if you're likely to require a referral. Sorry if I wasn't clear, I am still learning.

Tramadol going 'missing' on Casualty tonight.

I do wonder RubyL- did you speak to the Practice Manager about this- it is quite a serious issue.

And again last night- as Mac is found out for stealing Tramadol around the wards to feed his addiction.

RubyL- I sincerely hope you have spoken to someone about the prescription going missing.